Technical Support Agent - LATAM

About the role

The Technical Support Agent will serve as a critical touchpoint for our clients, addressing technical issues, troubleshooting problems, and ensuring a seamless user experience. This role demands a tech-savvy, customer-focused professional who can efficiently communicate across multiple channels, support clients in a multilingual setting, and is motivated to help drive our growth and leadership in the tech support space.

This is a fully remote role with a rotating weekly shift pattern. Shifts rotate week to week, and one of the rotations covers around 16:00–02:00 Spain time (CET/CEST). All schedules are anchored to Spain time.

Key Responsibilities

Customer Support

- Address client inquiries and technical issues via phone, email, and chat, skype ensuring quick and professional responses.

- Guide customers through troubleshooting steps to resolve technical problems.

- Follow up with clients to confirm issue resolution and gather feedback on the support experience.

Technical Troubleshooting

- Diagnose and resolve software, system, or network-related issues.

- Escalate recurring or complex issues to higher-level support or relevant teams.

- Perform detailed logging of incidents and resolutions in ticketing systems, managing multiple cases simultaneously.

Collaboration and Knowledge Sharing

- Partner with team members to address complex issues and share insights during team meetings.

- Create, update, and maintain knowledge base articles, FAQs, and technical guides to support both clients and the internal team.

- Stay informed about the latest industry trends, tools, and technologies to ensure top-tier support delivery.

Process Improvement

- Provide feedback on recurring issues to help identify areas for product and process improvement.

- Suggest and implement ideas to enhance the customer support experience.

Required Qualifications

- Experience: Minimum of 2 years in a tech support role, ideally within a tech or SaaS environment.

- Technical Knowledge:

- Familiarity with REST APIs and troubleshooting API calls.

- Experience with log review and metrics analysis using tools like Kibana.

- Basic software and technical concepts (engineering degree not required).

- Languages: Fluency in English and Spanish is required; Portuguese is a plus.

- Skills:

- Proficiency in using ticketing systems (e.g., Jira) or similar platforms.

- Strong verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.

- Advanced problem-solving skills, with a demonstrated ability to manage and prioritize tasks effectively.

Additional information

This is a fully remote role with a rotating weekly shift pattern. Shifts rotate week to week, and one of the rotations covers around 16:00–02:00 Spain time (CET/CEST). All schedules are anchored to Spain time.